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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » LNP – Local Number Portability
Author Message
egeller624
Vonage Forum Senior
Vonage Forum Senior


Joined: Jan 25, 2005
Posts: 81
Location: Las Vegas, NV

PostPosted: Fri Feb 25, 2005 12:11 pm    Post subject: Playing the waiting game Reply with quote Back to top

Well here I sit at business day 20 and still no transfer and even more disheartening, no information. I was afraid this was going to happen... I've been antsy about it all week, especially since I received yet another phone bill from Sprint yesterday. I sent ssantana a PM but he seems to be occupied this week and isn't checking messages. I also just sent an email to dslreports@vonage.com and jeffrey.citron@vonage.com hoping to get more information than the "transfer in progress" and "transfer date: N/A" listed on my dashboard.

Apart from those avenues of communication, is there anything else I can do in the meantime? I'd really rather not pay another month to sprint if I can help it. I don't mind waiting a little while for the transfer to go through as long as I have some sort of status update or expected transfer date. Not having any information is really irritating, not to mention very poor customer relations in my opinion.

Thanks.

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fatboyntn
Full Forum Member
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Joined: Jan 28, 2005
Posts: 49

PostPosted: Fri Feb 25, 2005 12:33 pm    Post subject: Reply with quote Back to top

I sent this to the Tennessee Regulatory Authority on Friday, February 25, 2005 at 10:39:57

Quote:
I am transferring my telephone service with Bellsouth to another carrier (Vonage LLC). A completed and signed Letter Of Authorization for Local Number Portability was sent to my current carrier (Bellsouth) on December 9th, 2004. On January 19, 2005 I was contacted by Vonage that I have an additional number on my Bellsouth account they need to be aware of to proceed with the transfer. I sent Vonage the requested information immediately. I verified with Vonage on Febuary 10th that they had sent the new information to Bellsouth. Today, Febuary 25, 2005 I contacted Bellsouth to see what is delaying this request. I was told that there is no way for Bellsouth to find out what the status of the transfer is and I should contact Vonage.

This is very frustrating. Vonage has been responsive and helpful during the transfer process, however, Bellsouth does not appear to have a process for following up with Local Number Portability.

I think 70+ days to transfer a number is unreasonable. I have had numbers transferred between LECs on business lines before (Including
Bellsouth) and the process went quickly and smoothly. I think my only option to expedite this process is to appeal to the Regulatory Authority for help. Please advise what relief or advice the Regulatory Authority can lend.


Don't know if it is going to help, but I have read messages from others that it will.
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egeller624
Vonage Forum Senior
Vonage Forum Senior


Joined: Jan 25, 2005
Posts: 81
Location: Las Vegas, NV

PostPosted: Fri Feb 25, 2005 4:24 pm    Post subject: Reply with quote Back to top

Wow, I actually got a response from the Executive Response Team...

Quote:
Dear Ms. (name here),

I understand that you have an issue that requires immediate
attention. I apologize for the delays you have experienced. Your
issue has been escalated to the Executive Response Team and I will
personally assist you in this matter.

Please be advised that the number transfer for 1-(702)-XXX-XXXX has
been escalated to the highest level of management and will be treated
with the utmost priority. We will be updating you as updates become
available to us. Please call me at the number listed below for any
questions you may have.

We value you as a customer and strive to offer a great service and,
when needed, fast and helpful customer care. Again, I apologize if
you have been dissatisfied in these areas thus far. I am hopeful we
will be able to assist you with a resolution that meets your needs in
a timely fashion.

We are dedicated to customer satisfaction. We look forward to your
reply.

Sincerely,

(name removed)
Executive Response Team


I received this about 3 hours after sending my initial email. We'll see if anything is expedited from this. Has anyone else received a similar response and not had their transfer sped up? I'm just curious if I should wait or continue to press the issue over the next few days/weeks.

Thanks

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"Some days you're the bug... other days you're the windshield."
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jreish
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 26, 2005
Posts: 13

PostPosted: Sat Feb 26, 2005 1:14 am    Post subject: Re: Playing the waiting game Reply with quote Back to top

egeller624 wrote:
is there anything else I can do in the meantime?


You could try calling your current carrier (I believe you said it's Sprint) to see if they have received the transfer request. My transfer took almost 3 months, and by calling both I found out that Vonage was insisting they had sent the request and my old carrier (Comcast Digital Phone) was insisting they had not received it. Each was blaming the other and waiting for something to happen. I don't know who was right and who was wrong, but I was stuck in the middle. Finally I had to get them on the phone together to all acknowledge what was happening, and then the number ported over about two weeks after that.

Good luck.
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egeller624
Vonage Forum Senior
Vonage Forum Senior


Joined: Jan 25, 2005
Posts: 81
Location: Las Vegas, NV

PostPosted: Tue Mar 01, 2005 12:59 pm    Post subject: Reply with quote Back to top

Well the latest reponse I got from the LNP department tells me that they have no transfer date yet and are trying to get one from my current carrier... and will keep me updated, blah dee blah dee blah. Oh and that I can request a credit after the transfer finally goes through. Why after? I'm paying double phone bills right now... don't you think they should credit me as it goes along? Otherwise what is their incentive to get this worked out in a timely manner? Starting to feel like I'm getting the runaround here. Would it be worth calling Sprint to check up on it? Has anyone had any luck getting LNP information out of Sprint?

Thanks.

_________________
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"Some days you're the bug... other days you're the windshield."
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jreish
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 26, 2005
Posts: 13

PostPosted: Tue Mar 01, 2005 1:09 pm    Post subject: Reply with quote Back to top

egeller624 wrote:
Would it be worth calling Sprint to check up on it?


That is exactly what I was suggesting. All Vonage can do once they make the request is wait to hear back from your current carrier. In my case I found out that my then-current carrier claimed not to have ever received the request, so I could have waited forever and nothing would have happened. If you want to avoid that I suggest you proactively contact Sprint and confirm they have received the request and see what they say. If they say they haven't received the request and Vonage says they have sent it, only you can fix that by taking control of the situation.
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hawkmultimedia
Vonage Forum Associate
Vonage Forum Associate


Joined: Mar 02, 2005
Posts: 15

PostPosted: Wed Mar 02, 2005 5:46 pm    Post subject: Reply with quote Back to top

I signed up with Vonage early in January and they supposedly sent the LNP authorization on the 27th. Since then, nothing, no big surprise.

What makes me think it's Vonage and not Bellsouth or other carriers, is that we switch to Momentum Telecom about a year ago, and it took less than a week to get the number ported over to them.

And, with all of the promotions that have been going on, I'm doubting it will get any better. You would think this would be top on their list for fixing.
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hawkmultimedia
Vonage Forum Associate
Vonage Forum Associate


Joined: Mar 02, 2005
Posts: 15

PostPosted: Wed Mar 02, 2005 7:34 pm    Post subject: Reply with quote Back to top

Well, well. No sooner than I had made that post, I come to find the transfer had taken place. However, no word from Vonage that it occurred, and no update on the account page. It still says "Letter sent to carrier." I so want to call and cancel Bellsouth, but I'm afraid if I do before Vonage is actually aware, that something will go wrong. How's that for being paranoid? Rolling Eyes

Thanks to whoever that made it happen.
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egeller624
Vonage Forum Senior
Vonage Forum Senior


Joined: Jan 25, 2005
Posts: 81
Location: Las Vegas, NV

PostPosted: Thu Mar 03, 2005 1:47 pm    Post subject: Reply with quote Back to top

Well this just figures... I got a response back from Sprint saying they haven't received any LNP request from Vonage and know nothing about it. How did I know this would happen. I'm livid. I've sent a reply to the last email I received from Vonage on this issue, the one that said "we're contacting the carrier to request a status update, blah blah blah" and have cc'd both jeffry.citron@vonage.com and dslreports@vonage.com This is unnacceptable. I don't mind waiting for things that take awhile, but when my local carrier hasn't even been notified and it's been over a month since the transfer request was supposedly sent, I get a little irritated. I also threatened to go directly to my state's PUC with this complaint... so we'll see if anything gets done.

Thanks for letting me vent... counting to 10... Very Happy

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"Some days you're the bug... other days you're the windshield."
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egeller624
Vonage Forum Senior
Vonage Forum Senior


Joined: Jan 25, 2005
Posts: 81
Location: Las Vegas, NV

PostPosted: Tue Mar 08, 2005 11:50 am    Post subject: Reply with quote Back to top

Well it's day 30 something and still no transfer... and it's been over a week since I've heard anything from anyone. I have sent PMs to a few of the Vonage reps on this forum and have yet to receive a response.

Can anyone help me?

Thanks.

_________________
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"Some days you're the bug... other days you're the windshield."
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